After you've added a client, you can begin managing their personal information and preferences by clicking Edit under their name when viewing their Overview page.
In this guide, we'll cover:
Client Info
The Client Info tab of a client’s information settings is where you’ll manage their basic demographic and contact information. This section includes:
Name
Only the Legal first name and Legal last name are required in these fields. If you’re billing insurance, it'll be important that the client’s name matches exactly what's listed on their identification cards.
You can use the What name they go by? field to list a nickname that the client goes by in conversation. This will update the way the client’s name displays throughout your account and on any client-facing documents, but the client’s Legal Name will still populate onto claims and superbills.
You’ll also be able to indicate whether or not the client is a minor. For best practices when managing the profiles of minor clients, see Enhanced Client Management for Minors.
Clinicians (Group practices only)
In a group practice, you can designate this client’s Primary clinician by using the dropdown menu. You can also grant access to other clinicians in your practice by using the checkbox.
Phone
Use this field to list any phone numbers that the client would like to keep on file and use the check boxes to indicate the client’s consent for receiving voice calls and text messages.
From this section, you can also indicate a client’s preferences for receiving appointment reminders, if enabled for your practice. To learn more about customizing appointment reminders, see How to set up appointment and time of scheduling reminders.
Use this field to list the client’s preferred email, and to indicate whether or not they consent to receiving emails from your practice.
Important: This field should be left blank if the client is a minor and doesn’t have their own personal email address. A contact’s email address can instead be added under the Contacts tab of the client’s information settings. For more information, see Enhanced Client Management for Minors.
If the client has an email address used in this field, it'll be used for Client Portal access and receiving billing documents.
You can also use the checkboxes in this section to enable automatic email appointment reminders and completing documents reminders.
Note: Completing documents reminders are only available for clients who have the Client Portal set up. To invite a client to the Client Portal, navigate to the Client Portal tab and click Send Email.
Tip: To learn more about these features, see How to set up appointment and time of scheduling reminders.
Location
If your client is often seen at the same office location, you can use this field to set a Default location for the client’s appointments. Once a location is set, it'll auto-populate as the location for any appointments that you schedule for this client.
Address
This field should list the client’s primary address. This address will auto-populate onto any billing documents for the client, and it'll be required for insurance billing.
Tip: If your client has insurance, we recommend using the address search bar. This will include their full 9 digit zip code, which is often required for insurance claims.
About Client
You can use these fields to expand on the details of a client’s identity. These fields are all optional, unless billing insurance for a client. From here, you can list the following client information:
- DOB
- Sex
- Gender identity
- Relationship Status
- Employment Status
- Race
- Ethnicity
- Preferred Language
- Client Notes
- Date First Seen
- Who they were Referred By
Please note that the Sex field consists of a dropdown selector which populates Box 3 of the CMS-1500 claim form for insurance billing. Insurance payers only accept Male or Female values in that box, so this is a rigid selector field.
If you choose to use the Gender Identity field, this consists of a free text entry field where clients can input their gender identity, pronouns, and other information important to making them feel welcome in your practice.
A client’s listed Gender information (e.g., Female, Trans M-to-F, Other) will populate to the Gender Identity field on their Client Info tab.
We also include optional reporting fields for Race, Ethnicity, and Preferred Language, as a part of our development toward Meaningful Use compliance under the HITECH act. We’ve recently expanded on these options for describing a client’s race and ethnicity, drawing upon the 2020 United States Census to create a more inclusive and accurate selection of options to choose from. If there are any additional details that are relevant to a client’s background, like their country of origin or tribal affiliation, we encourage you to expand using the free text field, which allows up to 140 characters:
Referred By
You can use this field to indicate the referral source for a client. To add a new referral source, click +Create new referral, enter a name for the referral source, and click Add now to save.
The referral source for a client will be recorded in the Referral income report in your account, including the Total Revenue and total number of Referrals for each source.
Billing and Insurance
Tip: If your client bills their appointments through insurance, we recommend reviewing Setting up insurance billing for your clients to set yourself up for claim filing.
Billing Type
In this field, you can indicate whether the client will be billed through Insurance, or as a Self-Pay client. This will determine how their billing documents are generated for appointments.
Auto-generate Billing Documents
If your client would like to receive monthly billing documents, you can use these fields to enable monthly statement generation, or monthly superbill generation.
Tip: See Setting up your billing and automations to learn more about customizing your billing automations on a practice level.
Email Billing Notifications
In this field, you can indicate whether or not your client would like to receive their billing documents as an attachment sent directly to their email address, or if they'd prefer to receive an email that notifies them to log into their secure Client Portal so they can review new billing documents received from your practice.
Credit & Debit Cards
If you have Online Payments enabled in your account, you can add, edit, or delete a client's credit card information. To do this:
- Navigate to to the client's Overview page
- Click Edit > Billing and Insurance
- Under Credit & Debit Cards:
- Click + Add to add a new card
- Click Edit to edit an existing card
- Click the trash can icon to delete an existing card
- Click Save Client
To request new credit card information, see Credit Card Information form.
Insurance Information
You can use these fields to list a client’s insurance plan. For best practices when entering their Insurance Information, see Setting up insurance billing for your clients.
Authorization tracking
Tip: For best practices when entering a client’s Insurance Information, see Setting up insurance billing for your clients.
Certain insurance plans will require prior authorization in order for a client to be eligible for coverage. To add a prior authorization number to your client's Insurance Information, click +Authorization number and list the starting date in the Valid from field. Storing this information will trigger the system to auto-populate the prior authorization number into Box 23 of the client's claims.
Note: See How do I use Authorization Tracking? for more information about this feature.
Insurance Claim/CMS Fields
Check Show additional claim fields if you’d like to enable additional fields for your insurance claims:
Note: Most insurance payers don't require these fields. If you're unsure if a field needs to be completed on a claim, we recommend reaching out to the payer directly for confirmation.
Client Default Services
To set a Default Service for the client, click the dropdown and select the Client’s Default Service. The default service code will auto-populate when you create a new appointment for this client. It'll also auto-populate into Box 24D of claim forms. You can change this setting at any time.
Tip: To learn more about setting a default service code and rate, see Creating and using service codes and products.
Contacts
To list an emergency contact, third-party beneficiary, or a guardian in a client's profile, you can add them as a new contact in the Contacts tab of the client's information settings. To get started, click +Add Contact.
Use the Manage dropdown to make changes to an existing contact's information or settings.
For best practices when creating client contacts using Enhanced Client Management, we recommend referring to the following guides:
Client Portal
The Client Portal tab of a client's information settings is where you can manage which Client Portal features that they have access to, along with Client Portal Access and the email associated with their login.
Tip: See Setting up the Client Portal and Sending intake forms and documents to clients for more information on managing the Client Portal and inviting clients.
If your client is experiencing difficulties with logging into their Client Portal through Instant Sign In, you can navigate to this page to generate a one-time Pin Code they can use.
